Track Manager - ServiceNow, IT Service Management

Technology, Data & Digital · Software & Web Development · Software Engineering · DevOps · Business Analysis

In short

This role leads functional consulting and operations management for ServiceNow ITSM solutions in complex environments. The Track Manager drives process optimization, ensures client alignment, and fosters innovation through expert guidance, focusing on effective delivery and continuous improvement of ITSM processes.

Responsibilities

Lead ServiceNow ITSM process optimization through workflow analysis and best practice implementation.
Oversee ServiceNow platform configuration and customization to meet client requirements and standards.
Provide expert functional consulting on ServiceNow modules like Incident, Problem, Change, and Request Management.
Mentor and guide project teams in ServiceNow ITSM adoption and skill development.
Collaborate with clients to translate business needs into ServiceNow ITSM solutions and meet SLAs.
Identify and introduce innovative ServiceNow functionalities and integrations for digital transformation.
Ensure compliance with GRC frameworks using ServiceNow GRC modules.
Drive continuous service improvement using ServiceNow analytics and reporting tools.

Requirements

Advanced knowledge of ServiceNow platform configuration, workflow automation, and integration capabilities.
Excellent ability to translate complex business requirements into ServiceNow solutions.
Strong mentoring skills to empower project teams in ServiceNow ITSM best practices.
Excellent communication and client engagement skills focused on delivering measurable business outcomes.
In-depth understanding of ITIL processes and their implementation within ServiceNow.
Advanced proficiency in ServiceNow reporting and analytics tools.

Desired Qualifications

ServiceNow Certified Implementation Specialist – ITSM (recommended)
ITIL 4 Foundation Certification (optional but valuable)

Benefits

Supercharge your potential at HCLTech.
Find your career at HCLTech.
Find your spark at HCLTech.
Be part of a global technology company with over 223,000 employees across 60 countries.
Work with clients across major verticals including Financial Services, Manufacturing, Life Sciences & Healthcare, Technology & Services, Telecom & Media, Retail & CPG, and Public Services.

Skills

ServiceNowITSMITILworkflow automationintegrationreportinganalytics

#ServiceNow#ITSM#ITIL#Process Optimization#Platform Configuration#Client Consulting#Mentoring#SLA Management#Digital Transformation#GRC#Continuous Improvement

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

See all open jobs at HCLTech Read more about HCLTech Website